Luxury Institute News

February 5, 2013

Wealthy Customers Sing Praises of Shopping Experiences at Bergdorf, Nordstrom and Barneys

(NEW YORK) February 05, 2013 – U.S. shoppers earning at least $150,000 a year share detailed opinions and evaluations of seven leading luxury retailers in the 2013 Luxury Consumer Experience Index (LCEI) conducted by the independent and objective New York-based Luxury Institute.  Based on an average of seven customer experience components rated on a 1-10 scale, Bergdorf Goodman (8.58) ranks first, but wealthy consumers are far more likely to shop at second-place Nordstrom (8.36).

Visited by 34% of wealthy shoppers in the past 12 months, Nordstrom is the most popular luxury retail chain, and it is also most likely (92%) to be recommended favorably to family and friends. The affluent shoppers who have visited Bergdorf Goodman’s two stores in the past 12 months rave about it, ranking it first on six of seven experience criteria, including having polite, trustworthy, knowledgeable and enthusiastic employees, as well as stores that are appealing and well maintained.  Bergdorf’s parent, Neiman Marcus, ranks first for being the retailer that high-income shoppers say, “completely satisfies my needs.”

Despite the high praise for its people and its stores, wealthy shoppers perceive Bergdorf’s merchandise as a bit too pricey, ranking it last (63%) on the question of whether its products are worth premium prices.  Barneys New York ranks first (85%) for deserving premium pricing.

“Bergdorf Goodman retains the cachet of a classic boutique that delivers outstanding experiences,” says Luxury Institute CEO Milton Pedraza. “On a larger scale, Nordstrom deserves credit for replicating great experiences with a customer centric culture across its entire network of stores.”

Wealthy shoppers also evaluated Saks Fifth Avenue, Burberry, Bloomingdale’s and Brooks Brothers.

About Luxury Institute (www.LuxuryInstitute.com)

The Luxury Institute is the objective and independent global voice of the high net-worth consumer. The Institute conducts extensive and actionable research with wealthy consumers about their behaviors and attitudes on customer experience best practices. In addition, we work closely with top-tier luxury brands to successfully transform their organizational cultures into more profitable customer-centric enterprises. Our Luxury CRM Culture consulting process leverages our fact-based research and enables luxury brands to dramatically Outbehave as well as Outperform their competition. The Luxury Institute also operates LuxuryBoard.com, a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises.

October 11, 2012

Ultra-Wealthy Shoppers Spend More On Luxury Where They Maintain Personal Relationships; Pentamillionaires most likely to be close with specific sales professionals at Barneys, Bergdorf Goodman

(NEW YORK) October 11, 2012 – U.S. consumers with at least $5 million in assets and $200,000 in annual income share detailed opinions and observations about their relationships with salespeople in six luxury categories in the new 2012 Luxury Customer Relationship Index survey from the independent and objective New York-based Luxury Institute.

High-ticket categories show higher rates of customers who deal with a specific salesperson.  Watches (49%) lead all categories in terms of proportion of customers who maintain relationships with salespeople, followed by jewelry (40%) and men’s ready-to-wear (38%). There is a noticeable drop-off in rates of personal relationships at luxury retailers (30%), handbag brands (27%) and women’s ready-to-wear (21%).

Across categories, 70% of ultra-wealthy customers who transact and communicate with a specific salesperson say that this relationship causes them to spend more on goods and services in stores and on the Web. The biggest positive impact on sales comes when customers maintain relationships with salespeople in luxury retail, and in both men’s and women’s ready-to-wear categories.

In luxury retail, Bergdorf Goodman (51%) and Barneys (49%) enjoy the highest rates of maintaining relationships with ultra-wealthy customers, with larger chains like Bloomingdale’s and Nordstrom seeing lower incidence of relationships. In the middle are Brooks Brothers (36%), Neiman Marcus (32%), Lord & Taylor (30%), and Saks (26%).

“Luxury retailers know that relationships drive sales,” says Luxury Institute CEO Milton Pedraza. “The right hiring, education programs and Customer Culture help to promote more productive relationships and higher sales.”

About the Luxury Institute (www.LuxuryInstitute.com)
The Luxury Institute is the objective and independent global voice of the high net-worth consumer. The Institute conducts extensive and actionable research with wealthy consumers about their behaviors and attitudes on customer experience best practices. In addition, we work closely with top-tier luxury brands to successfully transform their organizational cultures into more profitable customer-centric enterprises. Our Luxury CRM Culture consulting process leverages our fact-based research and enables luxury brands to dramatically Outbehave as well as Outperform their competition. The Luxury Institute also operates LuxuryBoard.com, a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises.

September 11, 2012

Wealthy Shoppers Rank Experiences At Online-Only Luxury Retail Sites Ahead Of Traditional Brands; Barneys is best among brick-and-mortar but MR PORTER, SSense prove more pleasing

(NEW YORK) September 11, 2012 – Wealthy shoppers with minimum annual income of $150,000 rate the online experience at websites of 10 traditional luxury retailers and 16 online-only retailers in the 2012 Luxury Online Experience Index (LOEI) survey by the independent and objective New York-based Luxury Institute. LOEI scores include evaluations of a site’s navigation, visual appeal, selection of products, ability to deliver product feature information, ease of purchase, availability of human help and trustworthiness to keep personal data.

It appears that upstarts have made quick inroads. One-year old men’s luxury site, MR PORTER, earns the highest score (86) of all retailers, online and traditional, followed by fashion site SSense (85) and My-Wardrobe and Shopbop (both 84). NET-A-PORTER and Zappos Couture earn scores of 83 and 82, respectively.

Barneys New York earns the highest LOEI score (84) among luxury retailers that also operate physical stores, followed by Neiman Marcus, Saks Fifth Avenue, Intermix and Scoop all with 82.

Nordstrom is the brand most likely to be recommended (92%) and the site that most wealthy shoppers plan to return to for their next online shopping experience. Among online-only sites, Zappos is the most recommended (88%) and eBay Fashion Vault (95%) enjoys the highest rate of return visits.

“Online luxury retail proves that smaller and newer brands can shake up incumbents with the right technology, product mix and site design,” says Luxury Institute CEO Milton Pedraza. “The proliferation of web and mobile shopping truly creates opportunity.”

Respondents reported average income of $310,000 and average net worth of $3.6 million.

About the Luxury Institute (www.LuxuryInstitute.com)
The Luxury Institute is the objective and independent global voice of the high net-worth consumer. The Institute conducts extensive and actionable research with wealthy consumers about their behaviors and attitudes on customer experience best practices. In addition, we work closely with top-tier luxury brands to successfully transform their organizational cultures into more profitable customer-centric enterprises. Our Luxury CRM Culture consulting process leverages our fact-based research and enables luxury brands to dramatically Outbehave as well as Outperform their competition. The Luxury Institute also operates LuxuryBoard.com, a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises.

March 10, 2011

Consumers: We want Gucci or Target. Forget the Gap

By Jessica Dickler
CNNMoney
March 9, 2011

NEW YORK (CNNMoney) — Consumers are ready for a little luxury. Despite cutting back in other areas, such as dining, they are showing a clear preference for select high-end apparel brands, such as Gucci, Louis Vuitton and Burberry.

After taking a hit at the height of the recession, sales of luxury goods have rebounded strongly, up 10%-12% last year in the U.S., according to estimates by Telsey Advisory Group, a retail equity research firm. Comparatively, retail sales across the board rose just 6%.

“People are willing to pay a premium on something that delivers on luxury,” noted Milton Pedraza, the CEO of the Luxury Institute, which tracks spending among wealthy consumers with a minimum annual income of $150,000. “They will buy fewer but more expensive things. There’s a lot more value consciousness.”

But with an eye on value, shoppers are also hunting down designer brands at steep discounts, frequenting stores such TJ Maxx and online sale sites such as Gilt Groupe.

Ed Jay, senior vice president of American Express Business Insights, calls this “the barbell effect.”

Who’s buying homes? The rich

“They are more high and low in the way that they are spending,” Jay said of today’s consumers. “High-end brands are holding ground among consumers, while spending at value oriented stores has also been pretty stable. It’s a tough place for mid-tier right now,” he said, referring to retailers like the Gap, Chico’s and Ann Taylor.

Susan Towers, who owns her own design business in New York, admits she shops high and low, but nothing in between.

“I shop at Barney’s and Bergdorf’s and take a walk through Loehmann’s every so often,” she said. Lately she says it’s more Loehmann’s and less Barney’s, but still “I’ve never really believed in buying mid-priced stuff.”

She has had to make sacrifices to afford Barney’s, though, because she makes about half of what she used to bring in before the recession. “I had to cut back, eat out less, take less vacations, things like that,” Towers explained.

Part-time French teacher Geraldine Trippitelli also says she would rather have one luxury item, which she pairs with other much less expensive clothing, than more mid-range brands.

“I prefer one Chanel jacket with cheap jeans and T-shirt, but just one, and then I have to be careful for a long time,” said Trippitelli, who shops either in high-end boutiques in New York or discounters like TJ Maxx and Target.

And other shoppers seem to be following suit. Overall luxury fashion spending is up 35% in the past year, while mainstream fashion spending gained just 8% since last year, according to the most recent data by American Express Business Insights, which tracks the spending habits of its 90 million cardholders.

And while high-end department stores like Nordstrom and Saks have rebounded strongly from the recession, more middle-of-the-road shops, such as Macy’s and JC Penney, have struggled to gain ground.

Same-store sales, an important barometer in retail, rose 5.8% at Macy’s and 5% at Kohl’s in February, while Nordstrom jumped 7.3% and Saks was a whopping 15.3% higher. The Gap and Banana Republic both had same-store sales below where they were a year ago.

Part of this trend, explained Robert W. Baird & Co. retail analyst Erika Maschmeyer, is the shift in focus to quality rather than quantity during the recession. “People got used to a different standard of living in the boom area and once you’ve traded up, it’s hard to shift back down,” she said.

Still, as the economy improves and consumer confidence continues to increase, Maschmeyer predicts even those mid-level stores will eventually see stronger sales. “I wouldn’t bet against the American consumer; we like to spend money,” she said.

http://money.cnn.com/2011/03/09/pf/consumers_prefer_luxury/

May 1, 2010

For Luxury Goods, the Recession Is History

Posted in Luxury Market
Tags: ,

Prices for luxury items have jumped
BusinessWeek.com
By Cotten Timberlake

Luxury chains including Barneys New York and Saks are selling costlier goods, scaling back discounts and promotions they offered to attract shoppers during the recession.

The average price for U.S. luxury goods, excluding jewelry, jumped 11% in March from the year earlier, according to MasterCard Advisors’ SpendingPulse data. Says Milton Pedraza, chief executive of New York-based research firm Luxury Institute: “The get-it-cheap party for luxury consumers has ended.”

Average price of a luxury handbag sold at U.S. department stores:

Pre-recession: $2,000

2009: $1,600

2010: $1,800

Data: Hana Ben-Shabat, A.T. Kearney

http://www.businessweek.com/magazine/content/10_19/b4177021145709.htm?chan=magazine+channel_news+-+companies+%2B+industries